The team at GetItNext attended the eBay Roadmap session yesterday and was pleased to see a sharper strategic focus. eBay announced that they are focused on 2 key objectives:
- Creating a 1st class buyer experience
- Creating a more trusted marketplace
eBay understands that they can't afford to let people have a bad experience. Based on the feedback that they've received in focus groups, people feel like they have a bad experience with eBay not a bad experience with a particular seller. As a result, eBay is taking a number of steps to improve the customer experience.
- Mandating Critical Item Information (making more fields required when setting up a listing)
- All items must specify at least 1 domestic shipping service
- Strongly suggest to sellers to include the package weight and dimensions for the eBay shipping calculator
- An expectation of shipping time needs to be provided by the seller
- Sellers will be mandated to specify a return policy - the policy must specify who pays for the return
- Incentive to provide lower shipping prices. Lower shipping prices = higher placement in the search results (all other variables being equal)
- Making eBay Safer
- Anonomizing email addresses sent thru member to member communication (prior to the completion of a transaction) - Industry Best Practice
- After completion of a transacdtion the real email address of the seller and buyer is viewable
- No off-site linking (with some exceptions e.g. photos). There is an extensive revision to the 3rd party linking policy
- High Volume / High Value sellers will be verified (via an automated system to authenticate the sellers) - help eliminate fraud
All of these changes are very valuable steps in the right direction to enhance the eBay user experience for both buyers and sellers.